The role will support Updraft’s treatment of customers in financial difficulty through high-quality, empathetic customer interactions across Collections & Recoveries. The successful candidate will work directly with customers to understand their circumstances, provide appropriate support solutions, and help deliver positive customer and business outcomes within regulatory requirements.

The role covers pre-arrears, collections, recoveries, debt management plans, IVAs, vulnerable customer treatment and general customer service. 

We’re looking for someone with strong collections experience who is also confident using AI tools and prompting techniques to improve customer conversations, workflows, and operational efficiency. The successful candidate will help identify opportunities to streamline processes, improve communication quality, and support automation initiatives while remaining hands-on in customer interactions.

This position is ideal for someone with experience in Collections & Recoveries within consumer lending or financial services, particularly in fast-paced, technology-driven environments.

Key Responsibilities:

• Handle inbound and outbound customer conversations relating to arrears, repayments, and financial difficulty
• Support customers with appropriate repayment solutions and forbearance options based on their circumstances
• Deliver fair and empathetic treatment to vulnerable customers in line with regulatory expectations
• Manage customer interactions across collections, servicing, debt management plans, and IVAs
• Use AI tools and prompting techniques to improve communication quality, efficiency, and customer outcomes
• Help identify opportunities for automation and process improvement within collections operations
• Work closely with Operations, Product, and Engineering teams to support improvements to customer journeys and internal tooling
• Maintain accurate customer records and ensure all activity is completed compliantly
• Contribute ideas to improve team performance, customer experience, and operational effectiveness

Requirements

• Experience working in Collections & Recoveries within consumer lending or financial services
• Strong communication skills with the ability to handle sensitive customer conversations professionally and empathetically
• Experience supporting customers in financial difficulty and understanding vulnerable customer treatment
• Interest in AI tools, prompt engineering, and process automation
• Comfortable using technology and learning new systems quickly
• Proactive, hands-on approach with strong attention to detail
• Ability to work effectively in a fast-paced environment
• Fintech or digital financial services experience is desirable
• Previous experience with consumer finance, particularly in credit cards, personal loans, or buy-now-pay-later products

Benefits

• Competitive salary and performance-based bonuses
• Flexible working arrangements; we follow a hybrid work culture